Corporate Service

Corporate Service Description: DescriptionTo execute and monitor day-to-day Corporate GSM contact center operational activities, as well as drive continuous improvements in service quality in order to solve customer inquiries and complaints of the corporate GSM customers Job Accountabilities : Monitoring day-to-day contact center operational activities for corporate gsm services operation in compliance review, quality and risk monitoring process covering fact finding, deep analysis on process and output deficiencies, risk assessments, compliance on governance and regulatory aspect , operational escalation and provide recommendation to ensure it deliver commited quality and excellent services. Manage customer expectation and customer experience using XL services through our interaction between BPO Agent / CRO and customer. CRO had a responsibility to deliver correct information and give the best solution when handling inquiries and complaint through our channel point of contact (OCR and NOCR). Build and maintain good relationship with special customer Risk based observation on CS agent interaction with customer (from recording, survey results, seat-in etc) to check any Impairment on service quality and customer experience. And Ensure data availability, adequacy and accuracy related to Regulatory Quality of Service requirement (in coordination with CS Reporting) Make sure BPO which handle customer gsm corporate deliver the best quality service in all their activities in order to achieve customer satisfaction and maintain customer intimacy through customer engagement. Review the effectiveness of end-to-end Call Center service quality from knowledge distribution up to service delivery to customers, floor management, etc. Ensuring the implementation & documentation of structured governance process and forums Provide root cause analysis in any quality impairments, especially in high risk interaction with customer and Coordinate with internal team (such as : loyalty ; reva ; roaming ; billing ; product team ; legal & regulatory team ; etc) and external team (PT HS ; Amdosc ; etc) and monitor the result which expected in order to deliver better experience for customer. Performing adequate issue, operational escalation, maintaining Partner’s Risk Register and Compliance Report i.e. contract compliance, regulatory, XL policy, CS SOP, etc. Become a real model and or make sure team / BPO deliver the engagement and maintain good relationship with special customer based on needed or request for direct handling for special customer (personalize). Ensure BPO are updated / trained to support respective Corporate products, and to provide inputs to Corporate product design team Conduct any action that related with changes in Unit Strategy related internal / external proses include QA process (metric, measurement & methodology) that affect cost, resources, organization structure, performance, and business relation with XL and end-user customers. Soft SkillEmotional intelligenceStrategic ThinkingTechnical SkillsBusiness AcumenCustomer Focus / Customer CentricLeadershipBuilding Effective TeamsBusiness & Market SavvyInfluencing & RelatingInnovation and AgilityEducationS1 (Strata 1) in Customer Service or Business AdministrationCertificationsIndustry ExperienceMain ResponsibilitiesCompetenciesPeople FirstAgile LeadershipCoalition BuildingStrategic AccountabilityResult DrivenCustomer CentricYears of Experience3-5 Years